Position: Professional Services & Customer Delivery Engineer
Location: Ottawa, Canada (Hybrid)
Your ImpactWe're looking for a
Professional Services & Customer Delivery Engineer to join our customer delivery organization. This role is responsible for leading the successful delivery and implementation of Acre's security and identity solutions, from requirements gathering through deployment and handover.
You'll combine strong technical expertise with customer engagement and project coordination skills, working closely with customers, Sales, and cross-functional internal teams to deliver high-quality solutions that create measurable customer value.
This role is ideal for a technically strong, customer-focused professional who enjoys owning solutions end-to-end.
What You'll DoIn addition to the above, your key responsibilities will include:
Customer Engagement & Requirements Analysis- Serve as a primary technical point of contact for customers throughout the delivery lifecycle
- Partner with customers and Sales to understand business objectives, technical requirements, and integration needs
- Translate customer requirements into solution designs, scopes of work, and delivery plan
Solution Design & Implementation- Design, configure, and implement customized solutions aligned with customer needs and Acre product capabilities
- Lead system configuration, testing, deployment, and post-implementation support
- Ensure smooth integration with customer environments, including third-party systems and platforms
Project Delivery & Coordination- Coordinate delivery activities across Software, Technical, Professional Services, and Sales teams
- Define and track project timelines, milestones, risks, and dependencies to ensure on-time, high-quality delivery
- Support customer training and manage final system handover
Technical Support & Troubleshooting- Provide expert-level technical troubleshooting during and after implementation
- Diagnose and resolve integration, configuration, and performance issues
- Advise customers on best practices and optimization opportunities
Continuous Improvement- Capture customer feedback and lessons learned to improve delivery methodologies
- Contribute to documentation, standards, and internal knowledge sharing
What You'll BringTo succeed in this role, you'll need:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent experience)
- 4+ years of experience in a Professional Services Engineer, Implementation Engineer, Technical Consultant, Customer Delivery, or similar role
- Experience delivering customer-facing technical or SaaS solutions in an enterprise environment
- Strong communication skills with the ability to explain technical concepts to both technical and non-technical audiences
- Proven ability to manage multiple projects with competing priorities
Technical Skills & Experience- Proficiency in one or more of the following: C#, Python, SQL, Flutter, MongoDB
- Experience designing and consuming RESTful APIs, including authentication and authorization
- Experience implementing and supporting webhooks and event-driven integrations
- Familiarity with cloud platforms (AWS and/or Azure)
- Experience with CRM and ERP systems (e.g. Salesforce, NetSuite)
- Strong understanding of networking fundamentals, databases, and security principles
- Experience with deployment and integration tools such as Docker, Kubernetes, GitHub Actions, Jenkins, or similar
- Experience with access control, identity, or physical security software is a strong plus
Tools & Platforms (Preferred)- JIRA for project tracking and issue management
- Salesforce for opportunity and customer engagement tracking
- NetSuite for order management, project coordination, or financial workflows
Preferred Certifications- AWS Certified Solutions Architect
- Microsoft Certified: Azure Solutions Architect
- Other relevant technical or security certifications
What's in It for YouWe strive to do more than just match your ambitions - when you join Acre, you'll have access to a range of exciting opportunities:
- Be part of a disruptor - Help move security forward with a company that challenges the status quo
- Learn from industry leaders - Work alongside experts and innovators in security technology
- Drive meaningful impact - Your work will directly support customers and protect critical infrastructure
- Advance your career - Access professional development, training, and growth opportunities
- Enjoy competitive rewards - We offer a competitive compensation package and locally compliant benefits
